HelpDesk

Try the integrated Help desk solution by Easy Redmine for improved customer care and smoother processing. There are two basic ways of creating tickets – from e-mail or from a simplified user interface. Tickets are stored in projects where you can define SLAs, pre-paid hours, transfer 'unused' hours, and easily generate reports.

Easy Redmine 10 - Help desk

Key features:

  • Tickets from e-mail or simplified user interface
  • Sorting of tickets into projects according to customer/products or any other criteria
  • Automated e-mail notifications for clients during ticket processing
  • Definition of SLA – time to response, time to solve, proprieties, pre-paid hours
  • Reports per project or client + overall stats of ticket processing
  • Customizable Help Desk statistics
  • SLA reports - average first response, failed SLAs, success ratio, etc.
  • Ticket performance monitoring by the operator (ticket owner)
  • Quicker email replies from the ticket
  • Help Desk users – an extension of the Help Desk with an interface for external customers who enter and manage their requests through the Help Desk

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